Logistics

When will my order ship and what are my shipping charges?

Your first step will be for you to set up your account on Sunterra Outdoor and then enter your order less any promo codes that you are qualified to receive. Included in your payment will be domestic flat rate shipping charge (deposit for all orders). The shipping zone balance will be collected prior to shipping. We will ship your order shortly after we receive final payment and /or around the lead-time stated.

All products ship by common carrier on custom made pallets to better protect your investment and diminish freight damage and/or claims. Shipments require access for a semi-truck and trailer for delivery. If you live in a limited access area you might request a local delivery truck, an additional service charge may be necessary. To offset those charges, you could arrange to pick your product up at the local terminal. We are not responsible for additional fees. All shipments include lift gate service for the driver to take the delivery off the truck, however, it will be your responsibility to bring it onto your property.

Once delivered, please take a few minutes to look over the pallet and carton for any visible damage. If there is any possibility of damage, you should unpack your item at the time of delivery in the driver's presence. If your item is damaged, please note it on the Proof of Delivery (POD) slip. Take photos of the noted damage and email them to us and info@sunterra-international.com. In most cases it is in everyone's best interest to refuse delivery of the shipment if damaged. If the shipment is accepted, you will be responsible for filing any claims with the freight company for damage reimbursement. We are not responsible for damaged or returned items that are not noted on the POD. By signing the proof of delivering receipt you accept ownership of the property in its current condition. In the event of concealed damage, it will be your responsibility to contact the carrier for inspection. Please save all cartons, and call within the 14-day time limit.

Do you ship international orders?

International orders are accepted.To initiate International orders, we will need to obtain shipping charges and your approval.

Our first request will be for you to supply City, Country and Zip code. Upon your authorization, the process begins.

Your next step will be for you to set up your account on Sunterra Outdoor and then enter your order less any qualified promo codes that you are given. Included in your payment will be domestic flat rate shipping charges that are automatically applied (no matter your international location). When the order is ready to ship, we will contact you to obtain your CC information and enter a separate order for the difference in shipping charges between domestic flat rate and international. The 2nd receipt for those charges and shipping information will be supplied at that time.

You may also call 877-972-2628 Ext. 2 or communicate by email to gmparrott@sunterra-international.com. You may also communicate with our "Chat" service located on the lower right side of the site. If the service is live, it will say "Chat". When there is no agent available it will say "Help" and you can send us an email with your questions.

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More About Us

We strive to be known as a company that cares for our customers and shares in the passion, enjoyment and satisfaction that our customers gain from using of our products. Our Mission, is to deliver the highest-quality BBQ products that caters to the increasing demands of the ever discriminating professional or individual.